Anthony Wong

OverviewSharpen’s Salesforce integration gives your customer service teams a streamlined working experience; merging the Sharpen Q application and Salesforce management system into a singular inter...

OverviewMobile Routing allows Sharpen Q users to route queue interactions to their personal mobile phone, enabling them to handle calls from anywhere without being tied to a desk or computer-based ...

OverviewDerived fields let you build custom calculated fields directly within Insights, using a combination of existing fields, operators, filters, and summary functions. Instead of pulling raw dat...

Microphone PermissionsWhen using the Sharpen Connect application, you must grant the application access to your microphone. If you do not allow access to the Microphone, Connect will be unable to f...

OverviewThe Sharpen Administrator's Guide is a comprehensive reference document designed to help administrators manage and configure their Sharpen environment. It covers call flow configuration, ba...

OverviewIf you are seeing missed calls from what appear to be internal extensions (such as 100, 101, or 1000), receiving calls you cannot answer, or picking up calls with no one on the other end, y...

OverviewSharpen Q is the agent-facing interface for handling customer interactions across all communication channels, including voice, SMS, email, web chat, video, and social media. It is designed ...

Voicemail (VM) is an essential part of any telephony system, allowing you to receive and listen to recorded messages from other callers. Sharpen recommends that you:Keep your voicemail greeting bri...

Video chat interactions allow you to communicate face-to-face with your customer, or share your screen.These interactions look very similar to webchat, with the "Video Chat Request button showing i...

OverviewThe Sharpen Q Phone is a component of the Sharpen Q dashboard that gives agents the ability to make outbound calls, send outbound SMS and MMS messages, view a directory of other agents in y...